Genesys - Architect - Call Flow UI Overview
The Architect call flow editor contains multiple UI sections that define how calls are processed, routed, and managed. These sections appear in the left navigation panel, toolbox, and configuration panels within the call flow editor.
Flow Configuration Panel (Left Navigation)
| Section | Description |
|---|---|
| Starting Task | Entry point of the flow. The first logic executed when a call arrives — typically used for initial checks such as caller identification, block lists, or routing decisions. |
| Settings | Defines default behavior for the flow including timeout handling, event handling, and fallback routing logic if unexpected errors occur. |
| Menu Defaults | Defines standard IVR behavior such as how many times a menu repeats and how long the system waits for caller input before timing out. |
| Supported Languages | Configures the languages available in the flow. Each language can use pre-recorded prompts or text-to-speech engines. |
| Speech Recognition | Enables or disables voice recognition so callers can speak commands instead of using DTMF keypresses. |
| Resources | Displays variables used in the flow including system variables (such as caller ANI) and user-created variables used for routing logic. |
| Prompts | Lists audio prompts referenced directly in the flow such as greetings, announcements, or menu prompts. |
| Dependencies | Displays resources used by the flow such as prompts, data tables, or tasks to prevent accidental deletion of required objects. |
| Reusable Menus | Stores reusable IVR menus that can be called from multiple parts of the flow to simplify management and reduce duplication. |
| Reusable Tasks | Stores reusable logic blocks used for background processing such as schedule checks or routing decisions. |
Architect Toolbox Categories
The Toolbox contains all actions used to build call flow logic. It is available on the flow's main page and inside the task editor. Categories are collapsible, and a search bar lets you quickly filter and find any action by name. Action availability varies by Genesys Cloud license plan and flow type.
| Category | Description |
|---|---|
| Audio | Plays prompts, text-to-speech, or other audio to the caller. Also handles whisper audio to agents, transcription, audio monitoring, and flushing queued audio. |
| Bot | Integrates conversational bots such as Genesys Dialog Engine Bot Flows, Amazon Lex, Google Dialogflow (ES and CX), Nuance Mix, or external voice bots via Audio Connector. |
| Common | Executes logic stored in a previously created Common Module flow, allowing shared logic to be reused across multiple flows. |
| Customer Secured Data | Handles sensitive data within flows using encryption. Includes Get Secured Data, Set Secured Data, Encrypt Data, and Decrypt Data. |
| Data | Retrieves or manipulates data from external services, APIs, or internal data tables. Includes Call Data Action, Data Table Lookup, Collect Input, Update Data, Set/Get Participant Data, Set UUI Data, Call Decision Table, Get/Set SIP Headers, and Set External Tag. |
| Dial | Enables Dial by Extension, allowing callers to dial and be transferred to a specific extension directly. |
| Disconnect | Ends the call or interaction. Used as the terminal action when no further routing is needed. |
| External Contacts | Retrieves information from the Genesys Cloud External Contacts system. Includes Get External Contact, Get External Organization, and Promote External Contact. |
| Find | Dynamically locates resources at IVR runtime by name or ID. Includes Find Queue, Find Queue by ID, Find User, Find User by ID, Find Users by ID, Find Group, Find Skill, Find Language Skill, Find Schedule, Find Schedule Group, Find Emergency Group, Find System Prompt, Find User Prompt, and Find Utilization Label. |
| Flow | Interaction-level actions including Create Callback, Set Screen Pop, Set Wrap-Up Code, Set Language, Set/Clear Post-Flow, Initialize/Set Flow Outcome, Add Flow Milestone, Set/Clear Utilization Label, and Enable Participant Recording. |
| Logical | Decision-making and schedule-based routing. Includes Decision (if/else), Switch, Evaluate Schedule, and Evaluate Schedule Group. |
| Loop | Repeats sections of a task sequence. Includes Loop, Next Loop, and Exit Loop. Supports fixed count, collection iteration, and condition-based looping. |
| Menu | Creates IVR menus where callers choose options via DTMF keypresses or speech recognition. Includes Menu, Jump to Menu, and Previous Menu. |
| Task | Groups related actions into reusable routines. Includes Task, Call Task, Jump to Reusable Task, and End Task. |
| Transfer | Routes callers to a destination. Includes Transfer to ACD (queue), Transfer to User, Transfer to Number, Transfer to Group, Transfer to Flow, Transfer to Secure Flow, and Transfer to Voicemail. |
📌 Note: The Communicate category does not exist in inbound call flows. Action availability differs across flow types (inbound, outbound, in-queue, bot, email, message, etc.) and Genesys Cloud license plans.
Toolbox Actions – Common Examples
Audio
| Action | Description |
|---|---|
| Play Audio | Plays a prompt or text-to-speech message to the caller. |
| Play Audio on Silence | Plays a message to completion when silence is detected. |
| Flush Audio | Clears any queued audio within the call flow. |
| Set Whisper Audio | Plays a message to the agent before they answer the call to indicate which queue the caller came from. |
| Transcription | Enables the voice transcription feature for the call flow. |
| Audio Monitoring | Starts or stops streaming conversation audio to a third-party service for real-time analysis. |
Bot
| Action | Description |
|---|---|
| Call Bot Flow | Launches an existing Genesys Dialog Engine Bot Flow within the call flow. |
| Call Lex Bot / Call Lex V2 Bot | Integrates Amazon Lex (v1 or v2) for self-service and intent processing. |
| Call Dialogflow Bot / Call Dialogflow CX | Integrates Google Dialogflow (ES or CX) for self-service and intent processing. |
| Call Nuance Bot | Integrates a Nuance Mix bot into the call flow. |
| Call Audio Connector | Streams conversation audio to an external voice bot and returns audio back to Genesys Cloud. |
Common
| Action | Description |
|---|---|
| Call Common Module | Executes reusable logic stored in a previously created Common Module flow. Allows shared logic to be maintained in one place and referenced across multiple flows. |
Customer Secured Data
| Action | Description |
|---|---|
| Get Secured Data | Retrieves a secured data attribute from an interaction participant. |
| Set Secured Data | Assigns a secured data attribute value to a call participant. |
| Encrypt Data | Encrypts sensitive data using your organization's encryption key. |
| Decrypt Data | Decrypts previously encrypted data within a flow. |
Data
| Action | Description |
|---|---|
| Call Data Action | Retrieves customer data from a default or custom data actions integration (e.g. Salesforce, external API). |
| Call Decision Table | Executes a rule-based decision table previously configured by an administrator. |
| Collect Input | Prompts a caller to enter a string of digits (e.g. account number). |
| Data Table Lookup | Retrieves a value stored in a Genesys Cloud data table. |
| Get Participant Data | Retrieves a participant attribute previously set on the interaction. |
| Set Participant Data | Sets a named attribute value on the call participant — persists across flows and is accessible to agents and integrations. |
| Update Data | Assigns or modifies flow or task-level variables. |
| Set UUI Data | Passes User-to-User Information (UUI) data through transfer and disconnect actions. |
| Get SIP Headers / Get Raw SIP Headers | Retrieves BYOC Cloud SIP headers for use in routing logic. |
| Set External Tag | Associates the interaction with a record in an external CRM or system of record (SOR). |
Dial
| Action | Description |
|---|---|
| Dial by Extension | Allows the caller to dial a specific extension and be transferred directly to it. |
Find
| Action | Description |
|---|---|
| Find Queue / Find Queue by ID | Dynamically locates a queue by name or ID at IVR runtime. |
| Find User / Find User by ID / Find Users by ID | Locates a specific agent or multiple agents at runtime. |
| Find Group | Retrieves a Genesys Cloud group at runtime. |
| Find Skill | Finds an ACD skill by name at runtime for use with Transfer to ACD routing. |
| Find Language Skill | Retrieves a language skill at runtime for use with Transfer to ACD routing. |
| Find Schedule / Find Schedule Group | Retrieves a schedule or schedule group at runtime for dynamic routing decisions. |
| Find Emergency Group | Retrieves an emergency group at runtime. |
| Find System Prompt / Find User Prompt | Dynamically looks up a prompt by name for playback. |
| Find Utilization Label | Dynamically retrieves a utilization label by name at runtime. |
Flow
| Action | Description |
|---|---|
| Create Callback | Offers callers the option to receive a callback instead of waiting in queue. |
| Set Screen Pop | Selects a predefined script to display to the agent when the interaction arrives. |
| Set Wrap-Up Code | Automatically assigns a wrap-up code to the interaction. |
| Set Language | Allows callers to select the language in which they hear prompts. |
| Set Post-Flow / Clear Post-Flow | Assigns or removes a post-flow action (e.g. voice survey or transfer) that executes after the interaction ends. |
| Initialize Flow Outcome / Set Flow Outcome | Tracks and sets success or failure outcomes for analytics and reporting. |
| Add Flow Milestone | Adds a milestone marker to the flow for granular reporting and customer journey tracking. |
| Set Utilization Label / Clear Utilization Label | Dynamically applies or removes a utilization label on the interaction. |
| Enable Participant Recording | Gives callers the option to consent to call recording. |
Logical
| Action | Description |
|---|---|
| Decision | Routes the flow based on a true/false condition (if/else). |
| Switch | Routes the flow based on multiple possible case values. |
| Evaluate Schedule | Routes calls based on whether a schedule is open, closed, or in a holiday state. |
| Evaluate Schedule Group | Routes calls using a schedule group that combines multiple schedules. |
Loop
| Action | Description |
|---|---|
| Loop | Repeats a series of actions before continuing to the next action. Supports fixed count, collection iteration, and condition-based modes. |
| Next Loop | Skips the remaining actions in the current iteration and moves to the next. |
| Exit Loop | Exits the loop entirely and continues execution with the next action after the loop. |
Menu
| Action | Description |
|---|---|
| Menu | Creates an IVR submenu where callers select options by pressing a digit or speaking a valid speech recognition entry. |
| Jump to Menu | Transfers the caller immediately to a designated menu within the flow. |
| Previous Menu | Returns the caller to the menu they came from. |
Task
| Action | Description |
|---|---|
| Task | Groups related logic steps into a named routine within the flow. |
| Call Task | Executes another task within the same flow. |
| Jump to Reusable Task | Executes a previously created reusable task. |
| End Task | Ends execution of the current task and returns control to the calling action. |
Transfer
| Action | Description |
|---|---|
| Transfer to ACD | Sends the interaction to a queue for agent routing. Supports preferred agents, skills-based routing, and pre-transfer audio. |
| Transfer to User | Sends the call directly to a specific agent or user. |
| Transfer to Number | Transfers the call to an external phone number. |
| Transfer to Group | Transfers the call to a Genesys Cloud group. |
| Transfer to Flow | Transfers the call to another Architect call flow. |
| Transfer to Secure Flow | Transfers to a secure call flow for handling sensitive data such as payment card information. |
| Transfer to Voicemail | Sends the caller directly to a voicemail destination. |
Workspace UI Components
| Component | Description |
|---|---|
| Canvas | The main visual area where flow components are placed, arranged, and connected to build interaction logic. |
| Connections | Visual lines representing the execution path between flow components, updated as components are linked. |
| Properties Panel | Displays configuration options for the currently selected component. |
| Validation | Checks the flow for configuration errors. Red = must fix before publishing; yellow = warning, publishing still allowed. |
| Debug Tool | Activates a testable version of the flow reachable via SIP address (YourFlowName-debug@localhost) to hear the flow from the caller's perspective before publishing. English-language flows only. |
📌 Limits reminder: The maximum number of actions Architect runs per flow invocation is 10,000. If exceeded, the flow enters error handling (default: disconnect). Flow authors can configure an alternative path such as Transfer to ACD, Jump to Menu, or Jump to Reusable Task — Architect grants an additional 1,000 actions for error handling. Exceeding that limit results in a silent disconnect.
Last verified against Genesys Cloud Resource Center – March 2026
No Comments